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  • All HBS Web  (2,042)
    • People  (2)
    • News  (321)
    • Research  (1,529)
    • Events  (2)
    • Multimedia  (4)
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← Page 57 of 2,042 Results →
  • May 2013
  • Case

Transport Corporation of India (A): The Cross-selling Conundrum

By: V.G. Narayanan and Saloni Chaturvedi
Transport Corporation of India was a logistics company that provided multi-modal transport solutions to its customers. Set up in 1958, TCI had grown from a 'one man, one truck, one office' set-up to a company with revenues of $400 million in half a century. TCI's... View Details
Keywords: Customer Relationship Management; Business Divisions; Performance; Sales; Transportation Industry; India
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Narayanan, V.G., and Saloni Chaturvedi. "Transport Corporation of India (A): The Cross-selling Conundrum." Harvard Business School Case 113-003, May 2013.
  • 2010
  • Other Unpublished Work

Saving Face by Making Meaning: The Negative Effects of Brand Communities' Self-serving Response to Brand Extensions

By: Jill Avery
An ethnographic study of a brand community following the launch of the Porsche Cayenne SUV finds that brand extensions can negatively affect the value of their parent brands. By studying the collective response to brand extensions of existing consumers and by... View Details
Keywords: Brands; Brand Management; Brand Positioning; Brand Equity; Internet; Social Media; Customers; Customer Focus and Relationships; Customer Satisfaction; Marketing; Brands and Branding; Marketing Strategy; Auto Industry
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Avery, Jill. "Saving Face by Making Meaning: The Negative Effects of Brand Communities' Self-serving Response to Brand Extensions." (Invited for resubmission at the Journal of Consumer Research.)
  • May 2007
  • Teaching Note

AMD: A Customer-Centric Approach to Innovation (TN)

By: Elie Ofek
Keywords: Innovation Strategy; Customer Focus and Relationships
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Ofek, Elie. "AMD: A Customer-Centric Approach to Innovation (TN)." Harvard Business School Teaching Note 507-084, May 2007.
  • September 2020 (Revised July 2022)
  • Supplement

Spreadsheet Supplement to "Artea: Designing Targeting Strategies"

By: Eva Ascarza and Ayelet Israeli
Spreadsheet Supplement to "Artea: Designing Targeting Strategies" (521-021). View Details
Keywords: Race; Gender; Marketing; Diversity; Customer Relationship Management; Retail Industry; Apparel and Accessories Industry; Technology Industry; United States
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Ascarza, Eva, and Ayelet Israeli. Spreadsheet Supplement to "Artea: Designing Targeting Strategies". Harvard Business School Spreadsheet Supplement 521-703, September 2020. (Revised July 2022.)
  • May 2013
  • Supplement

Transport Corporation of India (B): Choosing the Right Candidate

By: V.G. Narayanan and Saloni Chaturvedi
Transport Corporation of India was a logistics company that provided multi-modal transport solutions to its customers. Set up in 1958, TCI had grown from a 'one man, one truck, one office' set-up to a company with revenues of $400 million in half a century. TCI's... View Details
Keywords: Customer Relationship Management; Business Divisions; Performance; Sales; Transportation Industry; India
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Narayanan, V.G., and Saloni Chaturvedi. "Transport Corporation of India (B): Choosing the Right Candidate." Harvard Business School Supplement 113-131, May 2013.
  • April 2009
  • Supplement

Merck: Managing Vioxx (E)

By: Robert L. Simons, Kathryn Rosenberg and Natalie Kindred
Keywords: Leadership; Decision Choices and Conditions; Customer Focus and Relationships; Pharmaceutical Industry
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Simons, Robert L., Kathryn Rosenberg, and Natalie Kindred. "Merck: Managing Vioxx (E)." Harvard Business School Supplement 109-084, April 2009.
  • November 1994 (Revised October 2011)
  • Background Note

Innovation: A Customer-Driven Approach

By: Marco Iansiti, Thomas J. Kosnik and Ellen Stein
Provides a selection of methodologies for the investigation of user needs, concept development, and product design. View Details
Keywords: Customer Relationship Management; Product Design
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Iansiti, Marco, Thomas J. Kosnik, and Ellen Stein. "Innovation: A Customer-Driven Approach." Harvard Business School Background Note 695-016, November 1994. (Revised October 2011.)
  • February 2010
  • Background Note

Millipore Background Note

By: Elie Ofek and Natalie Kindred
This note provides background on Millipore Corporation, a global provider of products and services used primarily in the discovery, development and production of therapeutic drugs. With a track record of quickly adapting to the evolving needs of its customers,... View Details
Keywords: Organizational Change and Adaptation; Customer Focus and Relationships; Biotechnology Industry; Pharmaceutical Industry
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Ofek, Elie, and Natalie Kindred. "Millipore Background Note." Harvard Business School Background Note 510-059, February 2010.
  • October 2003
  • Case

Merrill Lynch: Supernova

Supernova is the name given to a new way to manage client relationships that originated in the Merrill Lynch Indianapolis offices. During a trial period, Supernova generated very good results among financial advisers and their customers, but challenged the traditional... View Details
Keywords: Organizational Change and Adaptation; Customer Relationship Management; Organizational Culture; Financial Services Industry; Indianapolis
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Oliva, Rogelio, Roger H. Hallowell, and Gabriel R. Bitran. "Merrill Lynch: Supernova." Harvard Business School Case 604-053, October 2003.
  • 2020
  • Book

The Ends Game: How Smart Companies Stop Selling Products and Start Delivering Value

By: Marco Bertini and Oded Koenigsberg
How some firms are rewriting the rules of commerce by pursuing “ends”—actual outcomes—rather than selling “means”—their products and services. View Details
Keywords: Commerce; Business Model; Design; Customer Relationship Management; Strategy
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Bertini, Marco, and Oded Koenigsberg. The Ends Game: How Smart Companies Stop Selling Products and Start Delivering Value. Management on the Cutting Edge. Cambridge, MA: MIT Press, 2020.
  • June 2013
  • Supplement

Union Corrugating Co. (Video Supplement)

By: Jim Sharpe
This is the Video Supplement for Union Corrugating Company(A) and (B) (HBS Cases 803065 and 804003). View Details
Keywords: Family-owned Business; Entrepreneurial Organizations; Entrepreneurs; Sales Force Management; Salesforce Management; Operations Management; COST Control; Gender; Careers; Turnaround; Turnarounds; Supply Chain Management; Restructuring; Entrepreneurship; Customer Focus and Relationships; Supply Chain; Steel Industry; Construction Industry; North Carolina; United States
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Sharpe, Jim. "Union Corrugating Co. (Video Supplement)." Harvard Business School Video Supplement 813-724, June 2013.
  • June 2024 (Revised August 2024)
  • Case

Hospital for Special Surgery: Returning to a New Normal? (A)

By: Robert S. Huckman, Michael Lingzhi Li and Camille Gregory
Early on the morning of April 27, 2020, Justin Oppenheimer stood outside the entrance to the lobby of the Hospital for Special Surgery (HSS) Pavilion Building with mixed emotions. On one hand, Oppenheimer, HSS’ Enterprise Chief Operating Officer and Chief Strategy... View Details
Keywords: Operations Management; Scheduling; Optimization; COVID-19; Health Care and Treatment; Operations; Customer Focus and Relationships; Disruption; Health Industry; United States
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Huckman, Robert S., Michael Lingzhi Li, and Camille Gregory. "Hospital for Special Surgery: Returning to a New Normal? (A)." Harvard Business School Case 624-092, June 2024. (Revised August 2024.)
  • March 2011 (Revised March 2021)
  • Teaching Note

Terror at the Taj Bombay: Customer-Centric Leadership

By: Rohit Deshpande
Teaching Note for 511703. View Details
Keywords: Safety; Organizations; Crisis Management; Customer Focus and Relationships; Brands and Branding
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Deshpande, Rohit. "Terror at the Taj Bombay: Customer-Centric Leadership." Harvard Business School Teaching Note 511-118, March 2011. (Revised March 2021.)
  • May 2002 (Revised May 2002)
  • Case

Tim Blanchard at Jones Mendel & Co.

By: John J. Gabarro
Tim Blanchard struggles to balance all the demands facing him as a partner of a consulting firm. He must decide how to serve clients, mentor his people, provide strategy and direction to the high-tech group, and spend time with family. A rewritten version of an earlier... View Details
Keywords: Customer Focus and Relationships; Managerial Roles; Work-Life Balance; Consulting Industry
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Gabarro, John J. "Tim Blanchard at Jones Mendel & Co." Harvard Business School Case 402-052, May 2002. (Revised May 2002.)
  • Teaching Interest

Overview

By: V.G. Narayanan
I teach accounting to MBA students, executives, and Harvard Extension School students. I teach topics from both financial and managerial accounting. I also train professors in teaching by the case method. View Details
Keywords: Financial Accounting; Management Accounting; Case Method Teaching; Corporate Governance; Customer Relationship Management; AI and Machine Learning; Health Industry; Education Industry; Banking Industry; India; North America
  • 2020
  • Working Paper

Targeting for Long-Term Outcomes

By: Jeremy Yang, Dean Eckles, Paramveer Dhillon and Sinan Aral
Decision makers often want to target interventions so as to maximize an outcome that is observed only in the long term. This typically requires delaying decisions until the outcome is observed or relying on simple short-term proxies for the long-term outcome. Here we... View Details
Keywords: Targeted Marketing; Optimization; Churn Management; Marketing; Customer Relationship Management; Policy; Learning; Outcome or Result
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Yang, Jeremy, Dean Eckles, Paramveer Dhillon, and Sinan Aral. "Targeting for Long-Term Outcomes." Working Paper, October 2020.
  • 1999
  • Chapter

Frequency Programs in Service Industries

By: J. A. Deighton
Keywords: Customer Focus and Relationships; Consumer Behavior; Service Industry
Citation
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Deighton, J. A. "Frequency Programs in Service Industries." Chap. 24 in Handbook of Services Marketing and Management, edited by Dawn Iacobucci and Teresa A. Swartz, 401–407. Thousand Oaks, CA: Sage Publications, 1999.
  • June 2013
  • Supplement

Union Corrugating Co. (A) (Spreadsheet Supplement)

This is the spreadsheet supplement for HBS Case 803065, containing Exhibit 3 as an Excel document. View Details
Keywords: Family-owned Business; Entrepreneurial Organizations; Entrepreneurs; Sales Force Management; Salesforce Management; Operations Management; COST Control; Gender; Careers; Turnaround; Turnarounds; Supply Chain Management; Restructuring; Entrepreneurship; Customer Focus and Relationships; Supply Chain; Steel Industry; Construction Industry; North Carolina; United States
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Sharpe, Jim. "Union Corrugating Co. (A) (Spreadsheet Supplement)." Harvard Business School Spreadsheet Supplement 813-726, June 2013.
  • March 9, 2023
  • Article

Linking Growth and the Frontline

By: Frank V. Cespedes, Jay Galeota and Michael Wong
Most strategies are about growing the business. But about one quarter of companies do not grow at all and, even before the pandemic, only one in eight achieved more than 10% revenue growth annually, according to data from S&P Global regulatory filings. One reason is a... View Details
Keywords: Growth and Development Strategy; Customer Focus and Relationships; Competency and Skills
Citation
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Cespedes, Frank V., Jay Galeota, and Michael Wong. "Linking Growth and the Frontline." Sales & Marketing Management (website) (March 9, 2023).
  • 01 Apr 2000
  • News

Rethinking Call Centers: Effective Delivery of Service is Key

call centers, with their attendant voice response units, need not be frustrating. When a company manages its call center well, effectively linking a triad of service, information technology, and internal processes, both the customer and... View Details
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